Virgin Media Community

[WillRH]

I recently upgraded via VOLT from 500Mb to 1GB, the Hub 4 was delivered but I've had non-stop issues since plugging it in on Saturday. The connection is constantly dropping for a couple of seconds every few minutes.

The Hub is in Modem mode and connected to my ASUS Router.

Can anyone offer any assistance with what could be wrong?

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	331000000	-2.599998	38.983261	QAM256	25
10	211000000	-3.299999	37.355988	QAM256	10
11	219000000	-3.000000	36.609653	QAM256	11
12	227000000	-3.099998	37.636276	QAM256	12
13	235000000	-3.200001	37.636276	QAM256	13
14	243000000	-3.400002	38.605377	QAM256	14
15	251000000	-3.400002	38.605377	QAM256	15
16	259000000	-3.500000	38.605377	QAM256	16
17	267000000	-3.200001	38.605377	QAM256	17
18	275000000	-2.400002	38.605377	QAM256	18
19	283000000	-2.299999	38.605377	QAM256	19
20	291000000	-1.799999	38.605377	QAM256	20
21	299000000	-1.599998	38.983261	QAM256	21
22	307000000	-1.799999	38.605377	QAM256	22
23	315000000	-2.400002	38.983261	QAM256	23
24	323000000	-2.599998	38.605377	QAM256	24
26	339000000	-2.099998	38.605377	QAM256	26
27	347000000	-2.700001	38.605377	QAM256	27
28	355000000	-2.400002	38.983261	QAM256	28
29	363000000	-3.000000	38.983261	QAM256	29
30	371000000	-3.299999	38.983261	QAM256	30
31	379000000	-3.200001	38.605377	QAM256	31
32	387000000	-2.900002	38.983261	QAM256	32
33	395000000	-3.299999	38.983261	QAM256	33
34	403000000	-3.000000	38.983261	QAM256	34
35	411000000	-3.299999	38.605377	QAM256	35
36	419000000	-3.400002	38.605377	QAM256	36
37	427000000	-3.700001	38.983261	QAM256	37
38	435000000	-3.799999	38.983261	QAM256	38
39	443000000	-3.299999	38.605377	QAM256	39
40	451000000	-4.500000	38.605377	QAM256	40

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	38.983261	21	0
10	Locked	37.355988	0	0
11	Locked	36.609653	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	4	0
24	Locked	38.605377	5	0
26	Locked	38.605377	4	0
27	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.605377	0	0
36	Locked	38.605377	0	0
37	Locked	38.983261	0	0
38	Locked	38.983261	0	0
39	Locked	38.605377	0	0
40	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

41

96

4K

1880

QAM256

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

41

Locked

21

-28.3

26

18

[WillRH]

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700000	47.770599	5120 KSym/sec	64QAM	5
2	60300000	47.770599	5120 KSym/sec	64QAM	4
3	39400000	46.770599	5120 KSym/sec	64QAM	8
4	46200000	47.020599	5120 KSym/sec	64QAM	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[WillRH]

Time Priority Description

Mon Apr 25 07:41:42 2022	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 07:48:13 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 07:48:23 2022	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 07:50:53 2022	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:21:09 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:21:34 2022	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:27:01 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:27:13 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:28:05 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:28:06 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:03 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:04 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:09 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:09 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:21 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:37:27 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:38:03 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:38:03 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:38:15 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 25 08:38:17 2022	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adduxi]

Your 3.1 Channel power is too low, should be above -6 and the QAM should be 4096.   This will need fixed by VM.

Either phone in or wait here a day or two for a VM Mod to pick this up.

In the meantime, try a 60 second factory reset as below;

Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[Steven_L]

Hey @WillRH,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I can see that you have spoken to the team and have arranged a technician visit to resolve these issues.

Please do let us know how the visit goes.

Regards,

Steven_L

[WillRH]

Hi Steven,
Thanks for the message.
The technician came out on Wednesday and identified a fault on the road. I saw this was being worked on Thursday but haven't heard anything since.

I'm not sure of the current status. When I do the online check, it still seems to suggest there is a fault, is the further work planned or needed?

Thanks

[Steven_L]

Thanks for coming back to me with an update on your technician visit and the work being carried out in your street.

My turn now, I have looked into this and cannot see any further issues being logged on the system for your area.

How has your connection been running over the weekend?

Regards,

Steven_L

[WillRH]

Hi Steven,

The connection has been stable, but I'm not quite getting the speeds I was before.

On WIFI before, I was hitting the 500mb speeds. Since the upgrade, it seems to be consistently around the 2/300mb download.

Is there anything I can do to test the cause of this?

[Gareth_L]

HI WillRH. 

How are things since your last post?

Gareth_L

[WillRH]

Hi Gareth_L,

Speeds are still within the 200/300mb range, I was hitting 500mb before the upgrade.

Is there anything I could be checking?